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Cases in Hospitality Management: A Critical Incident ApproachBy Timothy R. Hinkin
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Your guide to becoming an effective hospitality manager
The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios.
Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job.
This new, updated Second Edition features:
* Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics
* A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants
* A new Technology section that explores data warehousing, the Internet, and electronic banking
* A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts--from trains to resorts
* A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry
- Sales Rank: #569607 in Books
- Brand: Hinkin, Timothy R.
- Published on: 2005-11-04
- Original language: English
- Number of items: 1
- Dimensions: 8.90" h x .40" w x 5.70" l, .53 pounds
- Binding: Paperback
- 172 pages
- ISBN13: 9780471686934
- Condition: New
- Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!
Review
Instructor's Manual available. -- The publisher, John Wiley & Sons
From the Publisher
Based on over 100 interviews conducted with guests and employees of hospitality industry organizations, this book contains 55 actual brief cases and situations which illustrate concepts and issues of hotel, restaurant and travel/tourism management. The cases deal with a variety of managerial topics including decision making, communication, compensation, planning, discrimination, performance appraisal, organization design, sexual harassment, ethics and group dynamics. Section introductions, case headnotes and questions are designed to aid students in analyzing diverse situations.
From the Back Cover
Your guide to becoming an effective hospitality manager
The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios.
Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job.
This new, updated Second Edition features:
- Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics
- A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants
- A new Technology section that explores data warehousing, the Internet, and electronic banking
- A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts—from trains to resorts
- A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry
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